TAM & Delivery Manager

Job Title TAM & Delivery Manager Team handling role Yes Department Clearing – MMS Travel required RBD Job location Europe or India Shift timings Regular Reporting to Head of MMS Position type Full Time Profile Summary The Technical Account Management & Delivery Manager is responsible for ensuring MACH customers achieve maximum value from MACH solutions through outstanding service delivery, proactive customer engagement, and successful operational execution. This role combines the responsibilities of a Technical Account Manager (TAM), Delivery Manager and people leader. Acting as the primary customer advocate within MACH, the role owns customer onboarding, service reviews, delivery governance, major incident management, service improvement initiatives, team leadership and overall customer satisfaction. You will operate at the intersection of customer success, operational excellence and technical delivery, ensuring customers receive exceptional service while driving adoption, retention and growth across the MACH portfolio. A Day in the Life You will: Act as the senior point of contact for strategic customer accounts. Drive customer onboarding, implementation and adoption of MACH services. Lead service delivery governance and customer review meetings. Own customer escalations and coordinate resolution activities. Work closely with R&D, Product and Support teams to improve customer outcomes. Lead, coach and develop TAM & Delivery team members, setting clear priorities and supporting performance against customer, delivery and operational objectives. Identify opportunities for service optimisation, upsell and expansion. Monitor customer health, usage trends and operational performance. Ensure successful delivery of projects, upgrades and new services. Roles & Responsibilities Customer Success & Account Ownership Serve as the primary operational and technical contact for assigned strategic customers. Build trusted relationships with roaming, operations, finance and technic